Corporate Information Strategy and Management

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					                                                                                      APPENDIX A Corporate Improvement Plan Update April 2008




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                                                                                                                                                                                                                                                                     date
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Elected members

BG1           Mechanism in place for member                Improved member               CX                      In Service Plan    Review complete after elections                         The leader of the opposition and the        Spring 2008                 Spring 2007
              involvement in policy setting is             involvement in Community                                                 Leaders of the Council and the Opposition are           leader of the council are involved in the
              operating effectively                        Planning                                                                 involved in the Clacks Alliance. Regular briefings      Alliance. A review of community
                                                                                                                                    are held with the portfolio holder for Partnership. A   planning structures and processes will
                                                                                                                                    briefing has been held for elected members              identify other opportunities for elected
                                                                                                                                    seeking views on preferred means of involvement.        members to become more involved.

BG1           Mechanism in place for member                 Regular policy forums        CX                      In Service Plan    Review complete after elections                         A series of policy forums has been          Spring 2008                 Spring 2007
              involvement in policy setting is             operating                                                                Policy forums and briefings are held as                 scheduled.
              operating effectively                                                                                                 appropriate. The most recent is on community
                                                                                                                                    safety.
BG1           Mechanism in place for member                Member and officer            CX                      In Service Plan    Review complete after elections                         More work to be done by officers and        September 2008              Spring 2007
              involvement in policy setting are            acknowledgement that new                                                                                                         members to ensure new structure is
              operating effectively                        political structure working                                                                                                      working


BG2           Ensure desired level of scrutiny is          Agree subject timetable for   CD/ET                   Agreed by P&A      New Scrutiny Plan to be approved by Council             More work to be done by members and September 2008                      Spring 2007
              being achieved and Council                   scrutiny                                              agenda 15th June                                                           officers to ensure new structure is
              performance is subject to an                                                                       2006                                                                       working
BG2           Ensure desired level of scrutiny is          Acknowledgement that          CD/ET                   Ongoing            Scrutiny Committee acknowledge that                     Continue to implement improvements in March 2009                        Spring 2007
              being achieved and Council                   scrutiny role working                                                    improvements have been made, but also that              consultation with Scrutiny committee.
              performance is subject to an                                                                                          further work is required.
              appropriate level of challenge.
BG3           Undertake a review of training               Review completed              CX                      Review complete    System in place and can be demonstrated.                                                            Complete                    Annually
              requirements for elected members and                                                               after elections
              provide up to date training that will take
              account of all recent developments.
BG3           Undertake a review of training               Training designed             CX                      More work to be                                                            More work to be undertaken                  March 2009                  Annually
              requirements for elected members and                                                               undertaken
              provide up to date training that will take
              account of all recent developments.

BG3           Undertake a review of training             Training delivered              CX                      More work to be                                                            More work to be undertaken                  March 2009                  Annually
              requirements for elected members and                                                               undertaken
              provide up to date training that will take
              account of all recent developments.

BG4           An officer review of the new political       Review commissioned           CX                                                                                                                                             Complete                    Spring 2006
              structure to appraise the benefits and
              areas for improvement. To be ready
              for in-coming members in May 2007




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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              ACTION




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                                                                                      service)
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                                                                                                                                                                                                                                                  date
                                                                                                                                                                                                                                                  Original completion
BG4           An officer review of the new political   Review completed               CX                                                                                                                             Complete                    Spring 2006
              structure to appraise the benefits and
              areas for improvement. To be ready
              for in-coming members in May 2007

BG4           An officer review of the new political   Review reports                 CX                                                                                                                             Complete                    Spring 2006
              structure to appraise the benefits and
              areas for improvement. To be ready
              for in-coming members in May 2007

BG4           An officer review of the new political   Actions for improvements       CX                                                                                                                             Complete                    Spring 2006
              structure to appraise the benefits and   planned
              areas for improvement. To be ready
              for in-coming members in May 2007

Equalities
BG5      Establish a robust equalities monitoring Corporate system in place           CD/CMT                  Complete   Recording system in place. Equalities schemes                                               Complete                    Winter 2006
         system, both at a departmental and                                                                              with action plans published and subject to regular
         corporate level, to monitor the                                                                                 review.
         implementation of agreed actions and
         assess effectiveness.

BG5           Establish a robust equalities monitoring Service systems in place       CD/CMT                  Complete   Recording system in place. Equalities schemes                                               Complete                    Winter 2006
              system, both at a departmental and                                                                         with action plans published and subject to regular
              corporate level, to monitor the                                                                            review.
              implementation of agreed actions and
              assess effectiveness.

BG5           Establish a robust equalities monitoring Formal assessment of           CD/CMT                  Ongoing    The major actions of setting up monitoring         Work on form of assessment to be         Winter 2008                 Winter 2006
              system, both at a departmental and       effectiveness reported to                                         systems are in place, with reports published on    concluded
              corporate level, to monitor the          scrutiny committee                                                Clacksweb as part of our statutory equalities
              implementation of agreed actions and                                                                       schemes reporting.
              assess effectiveness.                                                                                      The outstanding task is to report effectiveness of
                                                                                                                         these arrangements to Scrutiny. We have felt that
                                                                                                                         such reporting will be better informed if based on
                                                                                                                         a period of experience of operating the monitoring
                                                                                                                         the systems, so have proposed doing so in Winter
                                                                                                                         2008.

BG6      Ensure there is an effective                  Agree effective consultation   CX/CD                   Complete   In place – wide range of forums & mechanisms                                                Complete                    Winter 2006
         consultation framework for equalities         framework                                                         include key stakeholders
         issues
Sustainable Development




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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              ACTION




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                                                                                          service)
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                                                                                                                                                                                                                                                                    date
                                                                                                                                                                                                                                                                    Original completion
BG7           Establish a systematic approach to         Establish team                   D&E                     Team Established & Now linking to the Corporate Plan and Single              BG8 & BG9 now included into BG7         Complete                    Winter 2006
              mainstreaming sustainable                                                                           complete           Outcome Agreement
              development through the revised
              political structure, supported by a
              sustainability team.
BG7           Establish a systematic approach to         Integrate measurable quality     D&E                     Incorporated into the Now linking to the Corporate Plan and Single                                                   Complete                    Winter 2006
              mainstreaming sustainable                  of life targets within                                   Balanced Scorecard Outcome Agreement
              development through the revised            operational service plans                                and complete
              political structure, supported by a
              sustainability team.
BG7           Establish a systematic approach to         Report achievement and           D&E                                           Superseded by the Corporate Plan and SOA                                                       March 2009                  Winter 2006
              mainstreaming sustainable                  effectiveness of these quality                                                 agreement. Now linking to the Corporate Plan and
              development through the revised            of life targets against                                                        Single Outcome Agreement
              political structure, supported by a        corporate priorities
              sustainability team.
BG7           Establish a systematic approach to         Agree format of                  D&E                     Complete              Integrated into the Council wide Public                                                        Complete                    Winter 2006
              mainstreaming sustainable                  communication to the public                                                    Performance Report (late 2007) and a dedicated
              development through the revised                                                                                           webpage
              political structure, supported by a
              sustainability team.
BG7           Establish a systematic approach to         Agree effective role for         D&E                     Complete              Specific initiatives have been rolled out e.g. Green                                           Complete                    Winter 2006
              mainstreaming sustainable                  portfolio holder                                                               Map & Sustainability Strategy
              development through the revised
              political structure, supported by a
              sustainability team.
BG8           Integrate measurable quality of life       Baseline data                    D&E                     Integrated into BG7                                                                                                  Complete                    Spring 2007
              targets within operational service
              plans.
BG8           Integrate measurable quality of life       Targets in service plans         D&E                     Integrated into BG7                                                                                                  Complete                    Spring 2007
              targets within operational service
              plans.
BG9           Report achievement and effectiveness       Annual report                    D&E                     Integrated into BG7 Integrated into the Council wide Public                                                          March 2009                  Spring 2007
              of these quality of life targets against                                                                                Performance Report (late 2007) and a dedicated
              corporate priorities.                                                                                                   webpage.
                                                                                                                                      Delayed as a result of the review of the Council's
                                                                                                                                      Public Performance Reporting




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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              ACTION




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                                                                                   service)
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                                                                                                                                                                                                                                                                date
                                                                                                                                                                                                                                                                Original completion
Information Management
BG10      Develop and implement a Corporate         Defined information            ET/CD                   Incomplete           Work has slipped from the original completion                                                      March 2010                  Winter 2006
          Information Management Strategy.          management and retention                                                    date due to more emphasis being placed on the
                                                    requirements across the                                                     Business Change Team planned activities in
                                                    Council                                                                     specific areas. Individual Service requirements will
                                                                                                                                now be picked up as part of Business
                                                                                                                                Transformation Programme
BG10          Develop and implement a Corporate     Agreed Information             ET/CD                   Incomplete           The strategy will be developed as requirements         Elements of the strategy are being          March 2009                  Winter 2006
              Information Management Strategy.      Management Strategy                                                         are clarified as part of the Business                  developed as part of the EDRMS
                                                                                                                                Transformation programme and through other             project. Remainder will be developed
                                                                                                                                consultation.                                          once resource becomes available to
                                                                                                                                                                                       progress.
BG10          Develop and implement a Corporate     Agreed Project Plan for roll   ET/CD                   Incomplete           Work has slipped from the original completion          Roll out plan to be put into effect once    March 2010                  Winter 2006
              Information Management Strategy.      out across Council                                                          date due to this activity being dependent on           Strategy agreed
                                                                                                                                progress in the above two activities.
Knowledge Management
BG11    Develop and implement a Corporate           Defined knowledge              ET/CX                   Slipped slightly –   Slipped from original completion date due to                                                       March 2009                  Winter 2006
        Knowledge Management Strategy               management requirements                                work required.       competing resources and staff
                                                    across the Council                                     Bring back to
                                                                                                           forums.
BG11          Develop and implement a Corporate     Agreed Knowledge               ET/CX                   Slipped slightly –   Slipped from original completion date due to                                                       March 2009                  Winter 2006
              Knowledge Management Strategy         Management Strategy                                    work required.       competing resources and staff
                                                                                                           Bring back to
                                                                                                           forums.
BG11          Develop and implement a Corporate     Agreed use, development and ET/CX                      Slipped slightly –   Slipped from original completion date due to                                                       March 2009                  Winter 2006
              Knowledge Management Strategy         responsibilities for knowledge                         work required.       competing resources and staff
                                                    management within the                                  Bring back to
                                                    Council                                                forums.
BG11          Develop and implement a Corporate     Agreed Project Plan for roll   ET/CX                   Slipped slightly –   Slipped from original completion date due to                                                       March 2009                  Winter 2006
              Knowledge Management Strategy         out across Council                                     work required.       competing resources and staff
                                                                                                           Bring back to
                                                                                                           forums.
Involving our customers
PS1       Rationalise and agree a framework for Framework produced and             ET/CD/CX                Agreed by CMT        Consultation framework completed.                                                                  Complete                    Autumn 2006
          undertaking customer surveys and      agreed                                                     January 2008
          obtaining customer feedback.
PS1       Rationalise and agree a framework for Timetable agreed                   ET/CD/CX                In progress          Online database now being developed by Web             Complete development of web database Dec 2008                           Winter 2006
          undertaking customer surveys and                                                                                      Manager to hold details of past/present & future       solution.
          obtaining customer feedback.                                                                                          survey activity.                                       Complete production of technical
                                                                                                                                Earlier delays due to lack of web development          guidance.
                                                                                                                                resource and competing web priorities.
PS1           Rationalise and agree a framework for Set up and develop use of      ET/CD/CX                Complete             Clacks 1000 now being used as part of Council's                                                    Complete                    Winter 2006
              undertaking customer surveys and      Clacks 1000                                                                 agreed consultation framework.
              obtaining customer feedback.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                                                                                                                                                  date
                                                                                                                                                                                                                                  Revised completion
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              ACTION




                                                      Success
                                                      Measures of




                                                                                       service)
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                                                                                       Office Responsible




                                                                                                                                                                                      Planned Action




                                                                                                                                                                                                                                                               date
                                                                                                                                                                                                                                                               Original completion
PS2           Finalise the council communications     Implement external               ET/CX                   Completed May                                                                                                      Complete                    Autumn 2006
              strategy.                               Communications strategy                                  2007

PS2           Finalise the council communications     Refresh and launch internal      ET/CX                   Completed May                                                                                                      Complete                    Spring 2007
              strategy.                               communications strategy                                  2007

Delivering excellent customer service
PS3       Implement the Council‟s Customer            Obtain outline approval (CMT)    CD/CMT                  Complete                                                                                                           Complete                    Autumn 2006
          Service strategy.                           ensuring linkage with other
                                                      Council strategies
PS3           Implement the Council‟s Customer        Obtain formal approval           CD/CMT                  Complete                                                                                                           Complete                    Winter 2006
              Service strategy.                       (Council) for Customer
                                                      Service strategy
PS3           Implement the Council‟s Customer        Develop the Business             CD/CMT                  Complete                                                                                                           Complete                    Winter 2006
              Service strategy.                       Case/Project Initiation
                                                      Document/plans for delivering
                                                      the Customer Services
                                                      strategy
PS3           Implement the Council‟s Customer        Implement deliverables in line   CD/CMT                  Ongoing         Updated Action Plan distributed to CMT on 3            Deliver tasks outlined in Action Plan.      March 2009                  Winter 2006
              Service strategy.                       with plan                                                                December 2007 and discussed with CFPSG in
                                                                                                                               April 2008.
                                                                                                                               Slight delay in Customer Service Strategy being
                                                                                                                               formally approved (February 2007).
PS4           Develop Contact Centre in line with     Implement new services           CD/ET                   On going        Rollout of new services via the Contact Centre         Undertake Business Change exercises, March 2009                         Spring 2007
              updated route map.                      planned for current year                                                 now tied into Business Transformation timetable        then Services to sign off transfer of
                                                                                                                               and appropriate services will be migrated into the     activity and budget/resource.
                                                                                                                               Contact Centre in line with this.

PS5           Improve access to council information Extend online functionality, in    CD                      On going        All 46 target services can now be delivered            To be reviewed as part of business          March 2009                  Ongoing
              and services.                         line with local/national ESD                                               electronically. Greater functionality will be          change programme review.
                                                    priorities                                                                 developed in line with local and national priorities
                                                                                                                               and as technical and security issues are resolved,
                                                                                                                               both nationally and locally.
PS5           Improve access to council information Pilot use of a text messaging CD                           Complete        Successfully piloted in secondary schools and          Intend to pilot SMS to advise customers Complete                        Spring 2007
              and services.                         service (where business case                                               PCU for housing repairs.                               of unplayable football pitches (Autumn
                                                    exists) to improve customer                                                                                                       2008).
                                                    communication and reduce
                                                    transaction costs

PS6           Implement a range of customer           Capture and use customer         CD                                      Significant MI now being gathered/analysed from Continue to gather MI on service                   Dec 2008                    Ongoing
              service improvements, highlighted       contact information to assist                                            RAVEN system. This is providing Services and     „failures‟ to identify where changes are
              through regular customer & staff        planning within Customer                                                 Customer Service with a greater understanding of needed to improve service delivery.
              feedback.                               Service                                                                  demand.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                                                                                                                                        Revised completion
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              ACTION




                                                       Success
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                                                                                       service)
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                                                                                       Office Responsible




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                                                                                                                                                                                                                                                     date
                                                                                                                                                                                                                                                     Original completion
PS6           Implement a range of customer            Undertake annual customer      CD                                  Clacks 1000 survey completed in June 2007 in       Repeat Clacks 1000 survey date to be       Ongoing                     Winter 2006
              service improvements, highlighted        satisfaction survey as part of                                     line with programme.                              programmed.
              through regular customer & staff         Council‟s consultation process                                     Annual survey now replaced with more regular      Repeat Contact Centre experience &
              feedback.                                                                                                   surveys to measure satisfaction levels. Surveys   Service specific surveys. Identify
                                                                                                                          completed on Contact Centre experience (Dec       improvement opportunities.
                                                                                                                          2007), Leisure bookings (Sep 2007). Monthly
                                                                                                                          surveys being undertaken for Planning, Building
                                                                                                                          Control and Env Health (commenced Feb 2008).

PS6           Implement a range of customer            Act on findings                 CD                      Complete   Baseline customer satisfaction data has been     Continue to undertake customer surveys Complete for surveys              Ongoing
              service improvements, highlighted                                                                           gathered in above areas.                         to measure customer satisfaction level. carried out but will
              through regular customer & staff                                                                                                                                                                     continue as an ongoing
              feedback.                                                                                                                                                                                            activity.
PS7           Implement a council-wide Customer        Define Customer Service       CD                        Complete   Competency framework established for customer                                            Complete                         Winter 2006
              Service training programme.              management and staff                                               service advisor and lead advisor posts. (Jan 07)
                                                       competency and behaviour
                                                       framework
PS7           Implement a council-wide Customer        Define and deliver phase 1 of CD                                   Phase 1 completed Spring 2007 (competency         Define key elements of Customer Care        March 2009 (Phase 2)        Spring 2007
              Service training programme.              a council-wide Customer                                            framework).                                       toolkit. Identify staff to be trained and
                                                       Services programme, initially                                                                                        develop roll out plan.
                                                       focused on front line
                                                       Customer Services staff
Improving Accountability
PS8      Review and improve current                    Agree and report forward        CD/ET                   Complete   PPR arrangement reviewed and approved by          Implemented by March 2008                   Completed                   Autumn 2006
         mechanism of public performance               dates                                                              CMT October 2007.
         reporting.
PS8      Review and improve current                    A consolidated framework        CD/ET                   Complete   A feedback mechanism has been built into these    Implemented through the Citizens' Panel Complete                        Winter 2006
         mechanism of public performance               which ensures all sections of                                      arrangements.                                     March 2007
         reporting.                                    the community are reached
                                                       including a feedback system
                                                       for exchange of information
                                                       and continuous improvement

PS9           A robust Best Value review process       An agreed revised process       CD/ET                   Complete   PSIF replaced rolling BVR programme –             Implement PSIF programme.                   Complete                    Winter 2006
              and publicity for Best Value Review      and schedule for BV reviews                                        approved at Council Jan 2008.
              outcomes and action plans as well as
              reporting progress against action plan
              targets.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                               Status




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                                                                                                                                                                                                                                 date
                                                                                                                                                                                                                                 Revised completion
Ref No.



              ACTION




                                                       Success
                                                       Measures of




                                                                                       service)
                                                                                       specify officer and
                                                                                       of action (Please
                                                                                       for ensuring delivery
                                                                                       Office Responsible




                                                                                                                                                                                       Planned Action




                                                                                                                                                                                                                                                              date
                                                                                                                                                                                                                                                              Original completion
PS9           A robust Best Value review process       A summary on the web of         CD/ET                   Incomplete              BV programme deferred due to PSIF pilot.         To be updated by June 2008               June 2008                   Summer
              and publicity for Best Value Review      Best Value review outcomes                                                      Council has now approved PSIF to replace rolling                                                                      2006
              outcomes and action plans as well as     and progress against action                                                     BVR programme – approved at Council Jan 2008.
              reporting progress against action plan   plan targets                                                                    One BVR has been completed since summer
              targets.                                                                                                                 2006, Fleet Services. The outcome and action
                                                                                                                                       plan is on Clacksweb but a more user-friendly
                                                                                                                                       summary needs to be put in place. This will be
                                                                                                                                       done by June 2008. Going forward, the outcome
                                                                                                                                       of all PSIF assessments will be published on
                                                                                                                                       Clacksweb following presentation to Scrutiny
                                                                                                                                       Committee.
Community Planning
WCO1 Publish review which reports progress             Agreed Community planning       CX                      Complete                                                                                                          Complete                    Spring 2007
       against outcomes, with indicators and           performance framework
       targets, and provide information on the
       Partnership's key activities over the 12
       month period.
WCO1 Publish review which reports progress             Annual review published by      CX                      Complete                                                                                                          Complete                    Spring 2007
       against outcomes, with indicators and           the Alliance each year
       targets, and provide information on the
       Partnership's key activities over the 12
       month period.
WCO2 Develop revised strategy for                      Review of existing capacity     S2P                     Slipped by a quarter Slippage due to complexity of working and                                                    June 2008                   Autumn 2006
       community learning and development                                                                                           supporting communities/partners
       to support community engagement in
       community planning
WCO2 Develop revised strategy for                      Agreed revised strategy         S2P                     Slipped by a quarter Slippage due to complexity of working and                                                    June 2008                   Spring 2007
       community learning and development                                                                                           supporting communities
       to support community engagement in
       community planning
Community Safety
WCO3 Improve Community Safety                          Anti social behaviour           CX                      Up and running                                                                                                    Complete                    Spring 2006
       partnership.                                    integrated into CS strategy &
                                                       partnership

WCO3          Improve Community Safety                 Community safety indicators     CX                      Up and running                                                                                                    Complete                    Spring 2007
              partnership.                             established



Regeneration
WCO4 Provide opportunities for economic                Agree Eastern Area              D&E                     Incorporated into the                                                                                             Complete                    Spring 2007
        regeneration                                   Regeneration Strategy                                   3rd alteration of the
                                                                                                               Structure Plan May
                                                                                                               2006




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                                                                                                                                                date
                                                                                                                                                                                                                                Revised completion
Ref No.



              ACTION




                                                       Success
                                                       Measures of




                                                                                         service)
                                                                                         specify officer and
                                                                                         of action (Please
                                                                                         for ensuring delivery
                                                                                         Office Responsible




                                                                                                                                                                                           Planned Action




                                                                                                                                                                                                                                                             date
                                                                                                                                                                                                                                                             Original completion
WCO4          Provide opportunities for economic       Property Database developed D&E                           Incorporated into the                                                                                          Complete                    Summer
              regeneration                                                                                       3rd alteration of the                                                                                                                      2006
                                                                                                                 Structure Plan May
                                                                                                                 2006
WCO4          Provide opportunities for economic       Supply/Demand review of     D&E                           Incorporated into the                                                                                          Complete                    Winter 2006
              regeneration                             business sites commissioned                               3rd alteration of the
                                                                                                                 Structure Plan May
                                                                                                                 2006
WCO4          Provide opportunities for economic       Agree implementation project D&E                          Incorporated into the                                                                                          Complete                    Summer
              regeneration                             plan                                                      3rd alteration of the                                                                                                                      2006
                                                                                                                 Structure Plan May
                                                                                                                 2006
WCO5          Develop regeneration plans to improve Master plans developed               S2P                     Implementation        Piloting Bowmar and undertaking consultation with                                        October 2008                Spring 2007
              housing and the environment in                                                                     Summer 2007           community and partners
              partnership with other agencies within
              the community planning framework.

WCO5          Develop regeneration plans to improve Proposals developed for              S2P                     Implementation       Undertaking discussions with Community                                                    October 2008                Spring 2007
              housing and the environment in         Community Scotland funding                                  Summer 2007          Scotland
              partnership with other agencies within
              the community planning framework.

Economic Development
WCO6 Deliver the Vision outlined by the                Implement Project Actions         S2P/D&E                                      Tourism Strategy completed. Preperationary work                                           ongoing                     Spring 2007
          Clackmannanshire Alliance Economic           within theme of „Building                                                      underway with Community Planners
          Development Framework                        Enterprise‟
WCO6 Deliver the Vision outlined by the                Implement Project Actions         S2P/D&E                                      Working with Community Partners to implement                                              Ongoing                     Spring 2007
          Clackmannanshire Alliance Economic           within theme of „Building                                                      actions
          Development Framework                        Skills‟
WCO6 Deliver the Vision outlined by the                Implement Project Actions         S2P/D&E                                      Working with Community Partners to implement                                              Ongoing                     Spring 2007
          Clackmannanshire Alliance Economic           within theme of „Building                                                      actions
          Development Framework                        Connections‟
WCO6 Deliver the Vision outlined by the                Implement Project Actions         S2P/D&E                                      Working with Community Partners to implement                                              Ongoing                     Spring 2007
          Clackmannanshire Alliance Economic           within theme of „Building                                                      actions
          Development Framework                        Confidence‟
Strategic Capacity
WCO7 Develop greater strategic capacity for            Establishment of policy           CX                      Regular meetings                                                                                               Complete                    Autumn 2006
          the Council.                                 network internally                                        held



WCO7          Develop greater strategic capacity for   Publication of policy briefings   CX                      Regular meetings                                                                                               Complete                    Autumn 2006
              the Council.                                                                                       held




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                                                                                                                                                   date
                                                                                                                                                                                                                                   Revised completion
Ref No.



              ACTION




                                                       Success
                                                       Measures of




                                                                                       service)
                                                                                       specify officer and
                                                                                       of action (Please
                                                                                       for ensuring delivery
                                                                                       Office Responsible




                                                                                                                                                                                        Planned Action




                                                                                                                                                                                                                                                                date
                                                                                                                                                                                                                                                                Original completion
WCO7          Develop greater strategic capacity for   Host policy seminars           CX                       Regular meetings                                                                                                    Complete                    Autumn 2006
              the Council.                                                                                     held



Joint Working
WCO8 Development of shared services with               Identify areas for joint working CE/ET                                     Feasibility studies have been completed that          Await decisions on how or whether to       March 2009                  Autumn 2006
         other local authorities and partner                                                                                      investigated developing a 5 Council Shared            progress the SSO and JW. Complete
         organisations.                                                                                                           Services Organisation (SSO), and a Joint              the Diagnostic Toolkit Project Phase 1.
                                                                                                                                  Working (JW) venture with Stirling council. In
                                                                                                                                  partnership with Falkirk and Stirling Councils, we
                                                                                                                                  have further developed FVGIS into a limited
                                                                                                                                  company. This allows us to continue to deliver
                                                                                                                                  GIS services to the 3 Councils on a shared
                                                                                                                                  service basis and also to provide GIS services to
                                                                                                                                  a wider customer base on a commercial basis.
                                                                                                                                  We are currently working with 3 other Councils
                                                                                                                                  using the Shared Services Diagnostic Toolkit to
                                                                                                                                  look at further opportunities.

WCO8          Development of shared services with      Programme and timetable        CE/ET                                       Programme and timetable produced and                  Maintain existing and create new           March 2009                  Winter 2006
              other local authorities and partner      produced; risks identified                                                 completed for the development of Business             timetables as required.
              organisations.                                                                                                      Cases for a SSO and Joint Working, including
                                                                                                                                  Risk Logs.
WCO8          Development of shared services with      Implementation plan agreed     CE/ET                                       The National Shared Services Board did not            Await decisions on how or whether to   March 2009                      Spring 2007
              other local authorities and partner                                                                                 approve funding to progress the SSO. Alternative      progress the SSO and JW. Develop the
              organisations.                                                                                                      funding options are being pursued. A paper is in      implementation plan once opportunities
                                                                                                                                  final draft on the Joint Working proposal. An         have been identified by the Diagnostic
                                                                                                                                  implementation plan will be developed as an           Toolkit.
                                                                                                                                  output from the Diagnostic Toolkit project.

WCO8          Development of shared services with      Achieve greater economies of CE/ET                                         The Joint Buying Agreement between Clacks,            Await decisions on how or whether to       March 2009                  Ongoing
              other local authorities and partner      scale                                                                      Stirling and Falkirk Councils continues to offer us   progress the SSO and JW.
              organisations.                                                                                                      economies of scale. Fibre optic connection has
                                                                                                                                  been developed in partnership with Stirling
                                                                                                                                  Council.
WC09          Progress Shared Services Efficient       Obtain clarity from Scottish   CE/CD                    Complete           Pathfinder project completed                                                                     Complete                    Summer
              Government bid                           Executive re pathfinder                                                                                                                                                                                 2006
                                                       project status                                                                                                                   Original Measures of Success delivered.
WC09          Progress Shared Services Efficient       Obtain approval to proceed     CE/CD                    Partly complete    Business case produced and submitted to               Await decisions on whether and how to Sept 2008                        Winter 2006
              Government bid                           with business case                                                         national shared services board with Council           progress the SSO implementation.
                                                                                                                                  approval.                                             Links to diagnostic toolkit.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
                                                                                                                                            [Page 9]                                                           C:\Docstoc\Working\pdf\ea05795f-af42-44f4-a7f1-07608dcb39ef.xls
                                                                                                              Status




                                                                                                                                 Comment




                                                                                                                                                                                                                                  date
                                                                                                                                                                                                                                  Revised completion
Ref No.



              ACTION




                                                     Success
                                                     Measures of




                                                                                      service)
                                                                                      specify officer and
                                                                                      of action (Please
                                                                                      for ensuring delivery
                                                                                      Office Responsible




                                                                                                                                                                                       Planned Action




                                                                                                                                                                                                                                                               date
                                                                                                                                                                                                                                                               Original completion
Financial Effectiveness
BE1       Systematic (progressive) identification    Services, in conjunction with   ET/Joint       Partly complete              Staff savings realisation plan approved at CMT        Service Efficiency targets to be set and   Partly Complete             Autumn 2006
          of efficiency savings arising from         Business Change team, to        administration                              Autumn 2007.                                          monitored through business planning -
          improvement processes and their            identify as part of budget      working group                               Link between budget process and recognition of        guidance to be issued August 2008
          impact on work considered core.            process                                                                     efficiency savings has been delayed. Targets will     Efficiency element of business planning
                                                                                                                                 form part of current budget round, as will other      to be tied into budget planning process
BE1           Systematic (progressive) identification Agreed corporate approach to ET/Joint        Complete                      Staff savings realisation plan approved at CMT        Implement                                  Complete                    Autumn 2006
              of efficiency savings arising from      measuring and reflecting back administration                               Autumn 2007.
              improvement processes and their         into budget process           working group
              impact on work considered core.



BE2           Review and improve the capital         Develop a methodology for        CD/ET                   To be progressed   Scoring system for ranking capital projects has       To progress through Budget Working         To progress through         Autumn 2006
              planning process.                      prioritising capital bids                                during 2009/10     been delayed. This will be addressed in 2008/09       Group                                      Budget Working Group
                                                     ensuring fit with customer first                         budget cycle

Resource and Risk Management
BE3     Review of procurement spending               By spending category            CD/CMT                   Complete           Spikes Cavell Tool (HUB) now available and            Continue to review, define and update    Complete                      Winter 2006
        categories using new chart of                                                                                            operational. New Chart of accounts redefined.         as information is updated within the HUB
        accounts.                                                                                                                Ledger codes redefined to reflect spend
                                                                                                                                 categories introduced with AGL. This will be
                                                                                                                                 ongoing as and when required.
BE4           Procurement processes are more         Review Purchase To Pay          CD/CMT                   Schools            This improvement was reliant on AGL being             Review process in social services as       Autumn 2008                 Spring 2007
              efficient and cost effective.          process and agree council                                administration     implemented for Council wide use. The original        per BC BIP
                                                     wide                                                     complete           target date was set with an interdependency on
                                                                                                                                 AGL "go live". Due to external and internal delays,
                                                                                                                                 the go live date slipped. BCT resource has now
                                                                                                                                 been allocated to this and POP implementation is
                                                                                                                                 expected to be available to more services from
                                                                                                                                 August 2008, if the BTP Project Commences in
                                                                                                                                 June. Currently operational in Schools
                                                                                                                                 Administration.
BE4           Procurement processes are more         All procurement capable of      CD/CMT                   Complete           As above. AGL Functionality established.              Review process in social services as       Complete                    Winter 2006
              efficient and cost effective.          being dealt with electronically                                             Business Change team mapping out “as is” for          per BC BIP
                                                                                                                                 benefit realisation. System will map out "to be" as
                                                                                                                                 best practice for council wide roll out.
BE4           Procurement processes are more         Implement KPIs as         CD/CMT                         Complete           KPI‟s have now been Identified in line with           Now part of the BITS Balanced         Complete                         Spring 2007
              efficient and cost effective.          recommended by McClelland                                                   National BPI‟s for procurement to be implemented      Scorecard and will be managed through
                                                     Report                                                                      for April 08.                                         this process
BE5           Ensure the Council‟s risk assessment   Corporate risk assessment CD/CMT                         Complete           Actions agreed by CMT in March 2008.                  Implement                             Complete                         Spring 2007
              is updated in light of work done for   complete and action plan                                                    Finalising mitigating actions ready for report to
              Business Continuity.                   agreed                                                                      Council/Scrutiny committee June 2008




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                            Status




                                                                                                                                  Comment




                                                                                                                                                                                                                              date
                                                                                                                                                                                                                              Revised completion
Ref No.



              ACTION




                                                     Success
                                                     Measures of




                                                                                    service)
                                                                                    specify officer and
                                                                                    of action (Please
                                                                                    for ensuring delivery
                                                                                    Office Responsible




                                                                                                                                                                                         Planned Action




                                                                                                                                                                                                                                                           date
                                                                                                                                                                                                                                                           Original completion
BE5           Ensure the Council‟s risk assessment   Strategic and operational      CD/CMT                  Ongoing               Development of revised risk assessments has         Implement                               Jun-08                      Spring 2007
              is updated in light of work done for   service assessments                                                          taken longer than initially envisaged due to
              Business Continuity.                   complete and action plans                                                    increased support provided by BITS to embed
                                                     agreed                                                                       Risk across the Council. Operational and
                                                                                                                                  strategic risks have been indentified. Operational
                                                                                                                                  risk actions are dealt with through service
                                                                                                                                  planning. A paper has been prepared for Scrutiny
                                                                                                                                  Committee on 19 June in relation to strategic risks
                                                                                                                                  at which point this action will be complete.

BE6           Ensure maximising flexible working     Agreed commitment to home CD/CMT                       On going              This is a developing work area. We have stated                                              March 2009                  Spring 2007
              opportunities.                         working; hot desking and                                                     commitment to flexible working, highlighted
                                                     other innovative approaches                                                  options and possibilities and produced a
                                                     to employment practices and                                                  framework of policy and guidance for practice. We
                                                     the use of property                                                          have also carried out pilot exercises to evaluate
                                                                                                                                  effectiveness of technology into support the work
                                                                                                                                  practices. Implementation will be carried out over
BE7           Actively Manage Property Assets.       Complete population of the     D&E/ET                  Ongoing               Delayed due to being more complicated that first                                            March 2009                  Spring 2007
                                                     data management system                                                       anticipated and under resourced
                                                     and test the system.
BE7           Actively Manage Property Assets.       Introduce arrangements for     D&E/ET                  Working Group                                                                                                     Complete                    Spring 2007
                                                     consultation on asset                                  recommendations
                                                     management issues                                      completed.
BE7           Actively Manage Property Assets.       Resolve mechanisms and         D&E/ET                  Working Group set                                                                                                 March 2009                  Spring 2007
                                                     processes for scrutiny by                              up. Arrangements
                                                     members                                                for Scrutiny Ctte still
                                                                                                            not agreed.
BE7           Actively Manage Property Assets.       Progress service strategies.   D&E/ET                  Working groups:-        Delayed due to complexities involved in setting up                                        (offices) May 2008        Spring 2007
                                                                                                            Offices & service       working groups                                                                            leisure (to be confirmed)
                                                                                                            points complete                                                                                                   Education (January
                                                                                                            report to council in                                                                                              2009)
                                                                                                            April 08
                                                                                                            Leisure working
                                                                                                            group in progress.
                                                                                                            Education 3-12
BE8           Agree and implement revised Planning Identify how the Council‟s       CD/ET                   Complete                                                                                                          Complete                    Winter 2006
              and Performance Management           planning and performance
              framework.                           management framework can
                                                   be improved
BE8           Agree and implement revised Planning Develop revised framework        CD/ET                   Complete Spring                                                                                                   Complete                    Winter 2006
              and Performance Management                                                                    2007
              framework.
BE8           Agree and implement revised Planning Approve and communicate          CD/ET                   Complete                                                                                                          Complete                    Winter 2006
              and Performance Management           revised framework
              framework.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                            Status




                                                                                                                              Comment




                                                                                                                                                                                                                              date
                                                                                                                                                                                                                              Revised completion
Ref No.



              ACTION




                                                     Success
                                                     Measures of




                                                                                    service)
                                                                                    specify officer and
                                                                                    of action (Please
                                                                                    for ensuring delivery
                                                                                    Office Responsible




                                                                                                                                                                                   Planned Action




                                                                                                                                                                                                                                                           date
                                                                                                                                                                                                                                                           Original completion
BE8           Agree and implement revised Planning Agreement of future corporate CD/ET                      Partly complete   The Corporate Plan, which sets out priority                                                     Jun-08                      Autumn 2007
              and Performance Management           and service priorities with                                                outcomes for 2008-11 is due to go to Council on 5
              framework.                           Elected members and CMT                                                    June 2008. Development of the Corporate Plan
                                                                                                                              has been delayed to tie-in with the SOA.

BE8           Agree and implement revised Planning Implementation of an             CD/ET                   Partly complete   Finalisation of the Corporate Plan has been reset                                               March 2009                  Autumn 2007
              and Performance Management           integrated service planning                                                to tie in with the formal SOA document.
              framework.                           and 3 year budgeting                                                       Approval of the SOA and Corporate Plan (which
                                                   approach                                                                   are aligned to provide an integrated planning
                                                                                                                              element) at Council on 5 June 2008 will bring
                                                                                                                              about a more integrated approach to planning.
                                                                                                                              The next stage is to link with the budget process.
                                                                                                                              Linking the two will commence in August 2008.

BE8           Agree and implement revised Planning   Improved reports to elected    CD/ET                   Complete                                                                                                          Complete                    Autumn 2007
              and Performance Management             members and officers
              framework.
BE8           Agree and implement revised Planning   Agree frequency of reports to CD/ET                    Complete                                                               We will continue to review and look for    Complete                    Ongoing
              and Performance Management             Scrutiny (formerly                                                                                                            further opportunities for development
              framework.                             Performance and Audit)                                                                                                        and improvement.
                                                     Committee showing progress
                                                     against Corporate Priorities

BE8           Agree and implement revised Planning Provide sufficient information   CD/ET                   Complete                                                                                                          Complete                    Ongoing
              and Performance Management           in a format which allows
              framework.                           reader to draw meaningful
                                                   conclusions about service
                                                   performance and assist the
                                                   scrutiny process

Management Information
BE9    Develop and implement a Corporate             Defined management             CD                      Incomplete        Performance Management Information regularly         Corporate requirements and overarching March 2010                      Autumn 2006
       Management Information Strategy.              information requirements                                                 produced for CMT and Scrutiny Committee. Will        strategy to be developed. Service
                                                     across the Council                                                       review Service requirements as part of the           requirements to be identified as part of
                                                                                                                              Business Transformation Programme.                   Business Transformation Programme

BE9           Develop and implement a Corporate      Agreed Management              ET                      Incomplete        Performance Management Information regularly         Corporate requirements and overarching March 2010                      Winter 2006
              Management Information Strategy.       Information Strategy                                                     produced for CMT and Scrutiny Committee. Will        strategy to be agreed. Service
                                                                                                                              review Service requirements as part of the           requirements to be identified as part of
                                                                                                                              Business Transformation Programme.                   Business Transformation Programme




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                         Status




                                                                                                                               Comment




                                                                                                                                                                                                                              date
                                                                                                                                                                                                                              Revised completion
Ref No.



              ACTION




                                                  Success
                                                  Measures of




                                                                                 service)
                                                                                 specify officer and
                                                                                 of action (Please
                                                                                 for ensuring delivery
                                                                                 Office Responsible




                                                                                                                                                                                  Planned Action




                                                                                                                                                                                                                                                           date
                                                                                                                                                                                                                                                           Original completion
BE9           Develop and implement a Corporate   Agreed use, development and ET                         Incomplete           Performance Management Information regularly        Once the above two actions completed, March 2010                        Winter 2006
              Management Information Strategy.    responsibilities for                                                        produced for CMT and Scrutiny Committee. Will       this action can be advanced.
                                                  management information                                                      review Service requirements as part of the
                                                  within the Council                                                          Business Transformation Programme. T

BE9           Develop and implement a Corporate   Agreed Project Plan for roll   CD/ET                   Incomplete           Will review and update as part of the Business      Project plan for roll out to be agreed      March 2010                  Spring 2007
              Management Information Strategy.    out across Council                                                          Transformation Programme.                           upon completion of above actions.
Review and Improvement
BE10    Deliver a council-wide Change             Agreement of a Council-wide    CD/ET                   Complete             Revised Business Transformation report              Implement                                   Complete                    Autumn 2006
        Programme (Customer First).               business change roadmap                                                     presented to CFPSG and approved (Apr 08).

BE11          EFQM Excellence model integrated    Develop project plan and       CD/CMT                  Complete             PSIF 2008-11 plan approved at CMT April 2008.                                                   Complete                    Autumn 2006
              into Council processes.             identify associated support
                                                  and costs for rolling out
                                                  EFQM across the Council
                                                  ensuring consolidated with
                                                  other quality frameworks
BE11          EFQM Excellence model integrated    Implement programme            CD/CMT                  Ongoing              Work was delayed due the pilot of PSIF. PSIF        Carry out PSIF assessments as per plan March 2011                       Spring 2007
              into Council processes.                                                                                         has been implemented since Spring 2007, with
                                                                                                                              four assessments undertaken as part of the pilot.
                                                                                                                              A 2008-11 plan was approved at CMT April 2008
                                                                                                                              for full roll out to all services. Prior to that an
                                                                                                                              assessment was undertaken of the resources
                                                                                                                              required to implement a full programme, which,
                                                                                                                              based on existing resources, has been estimated
                                                                                                                              at 3 years. The programme is now being
                                                                                                                              implemented.
Valuing our staff
SOS1     Equal pay and single status              Equal pay offer made                  CD               Compensation offers Remains major local & national issue to resolve – Options for ensuring implementation            Complete                    Summer
         addressed.                                                                                      made c90% take-up equal pay issues will continue indefinitely.           prepared via collective agreement or                                    2006
                                                                                                                                                                                  imposition if no reasonable prospect of
                                                                                                                                                                                  agreement
SOS1          Equal pay and single status          % take up                            CD               Compensation offers Remains major local & national issue to resolve –                                                Dec 2008                    Winter 2006
              addressed.                                                                                 made c90% take-up equal pay issues will continue indefinitely.
                                                                                                                             We completed all within our powers in terms of
                                                                                                                             compensation offers made to the initial catering,
                                                                                                                             cleaning & care posts, and achieved a high level
                                                                                                                             of acceptance.
                                                                                                                              A small number have taken a long time to come
                                                                                                                             round to indicating acceptance – which is within
                                                                                                                             their rights, so we have left the offer open and are
                                                                                                                             about to sign up another batch.
                                                                                                                             Also outwith our control are those employees ( c
                                                                                                                             60) who have chosen to pursue an equal pay




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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                                                                                                              Status




                                                                                                                                   Comment




                                                                                                                                                                                                                                date
                                                                                                                                                                                                                                Revised completion
Ref No.



              ACTION




                                                     Success
                                                     Measures of




                                                                                      service)
                                                                                      specify officer and
                                                                                      of action (Please
                                                                                      for ensuring delivery
                                                                                      Office Responsible




                                                                                                                                                                                        Planned Action




                                                                                                                                                                                                                                                             date
                                                                                                                                                                                                                                                             Original completion
SOS1          Equal pay and single status              Single status exercise                CD               Negotiations         Remains major local & national issue to resolve –                                            Dec 2008                    Winter 2006
              addressed.                             finalized and employment                                 ongoing on           equal pay issues will continue indefinitely.
                                                     package approved                                         implementation.      The Council have over the full term
                                                                                                              Latest date Autumn   underestimated complexity and resources
                                                                                                              2008                 required to achieve the timescales set. It is an
                                                                                                                                   interactive process, dependent on negotiating with
                                                                                                                                   TU‟s, and also affected by the growing profile and
Developing our staff                                                                                                               priority of the Equal Pay cases, and the
SOS2     Staff development - the                      Establish 2004/5 baseline               ET              Complete                                                                                                          Complete                    Winter 2006
         implementation of Performance
         Review and Development - ensure
         progressing across services at
         acceptable rate.
SOS3     Staff development - the                     Integration with planning and            ET              Ongoing process      Revised PRD process in place & promoted                                                      March 2009                  Winter 2006
         implementation of Performance               performance mgt framework                                                     across services
         Review and Development - ensure                                                                                           The Council has revised the PRD process and is
         progressing across services at                                                                                            linking with integrated planning and performance
         acceptable rate.                                                                                                          management, and will continue to refine and
                                                                                                                                   improve as services gain experience of using the
                                                                                                                                   system.
SOS4          Staff development - the                Establish measured                       ET              Complete             Measures established in place & promoted across Review Scorecard reports ongoing             Complete                    Spring 2007
              implementation of Performance          improvements through                                                          services
              Review and Development - ensure        balanced score card reporting
              progressing across services at
              acceptable rate.
SOS4          Staff development - the                Established systematic                   ET              Ongoing process      Programmes in place for new and middle level     Develop programmes to be established October 2008                       Summer
              implementation of Performance          management training at                                                        managers. Update/good practice modules           2008/09. Recruitment of vacancy posts                                   2007
              Review and Development - ensure        senior and middle levels                                                      programme in place. Staff vacancies have limited spring 2009
              progressing across services at                                                                                       progress
              acceptable rate.
SOS4          To facilitate council organisational   Organisational Development           CD/ET               Complete             Change management strand & training sessions                                                 Complete                    Autumn 2006
              development.                           framework in place to guide                                                   in place. People development stand has been
                                                     approach to change initiatives                                                implemented in line with Customer. First
                                                                                                                                   programme ongoing area of development.

SOS4          To ensure staff equipped to do their   Leadership Development               CD/ET               Complete             Leadership 360 development programme carried                                                 Complete                    Winter 2006
              job.                                   programmes extended across                                                    out across mgt levels.
                                                     management tiers
SOS4          To ensure staff equipped to do their   Action plan agreed to support        CD/ET               Ongoing              Competing HR management priorities and staff         Develop programme in 2008/09            March 2009                  Spring 2007
              job.                                   managers redress key skills                                                   vacancies have contributed to delays.
                                                     gaps and embed workforce
                                                     and succession planning




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
                                                                                                                                             [Page 14]                                                      C:\Docstoc\Working\pdf\ea05795f-af42-44f4-a7f1-07608dcb39ef.xls
                                                                                                       Status




                                                                                                                             Comment




                                                                                                                                                                                                                       date
                                                                                                                                                                                                                       Revised completion
Ref No.



              ACTION




                                                  Success
                                                  Measures of




                                                                               service)
                                                                               specify officer and
                                                                               of action (Please
                                                                               for ensuring delivery
                                                                               Office Responsible




                                                                                                                                                                               Planned Action




                                                                                                                                                                                                                                                    date
                                                                                                                                                                                                                                                    Original completion
Listening to our staff
SOS5      Conduct of overall employees             Survey commissioned            CD/CMT               Complete                                                                                                        Complete                    Autumn 2006
          attitude/satisfaction survey
SOS5          Conduct of overall employees         Survey carried out             CD/CMT               Complete                                                                                                        Complete                    Autumn 2006
              attitude/satisfaction survey
SOS5          Conduct of overall employees         Survey reported to CMT         CD/CMT               Complete                                                                                                        Complete                    Autumn 2006
              attitude/satisfaction survey
SOS5          Conduct of overall employees         Survey report to               CD/CMT               Complete                                                                                                        Complete                    Autumn 2006
              attitude/satisfaction survey        members/staff
SOS6          Develop Local/service specific       Establish baseline                 CD               Complete              Other Councils contacted to provide comparative                                           Complete                    Winter 2006
              employee feedback measures.                                                                                    benchmarks
SOS6          Develop Local/service specific       Canvas options                     CD               In progress –         Detailed service feedback & focus group                                                   Complete                    Spring 2007
              employee feedback measures.                                                              service initiatives   meetings held. Several supported to complete
                                                                                                                             preparations
SOS6          Develop Local/service specific       Set aspirations                    CD               In progress –         Improved action plans complied by services for                                            Complete                    Summer
              employee feedback measures.                                                              service initiatives   their direct use                                                                                                      2007
SOS7          Consolidate and review in - house   Measure reduction in                CD               Mechanisms in         Rel low level use. Not yet possible to demonstrate Extend awareness programmes            March 2009                  Spring 2007
              mediation provision.                discipline/grievance work                            place                 impact on HR time.
                                                  through HR timesheets
SOS7          Consolidate and review in - house   Post-mediation evaluations          CD               Mechanisms in         Post mediation evaluation will be extended once Extend awareness programmes               March 2009                  Spring 2007
              mediation provision.                                                                     place                 processes is fully utilised.
                                                                                                                             The level of use of the mediation service has been
                                                                                                                             low, so a longer period of time is needed to
                                                                                                                             develop evidence of effectiveness.




          CD = Corporate Development
          ET = Executive Team
          CX = Chief Executives Service
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